Predictive Dialer Software: The Secret to Maximum Call Center Efficiency
Increasing productivity without sacrificing efficiency is often the biggest struggle call centers today face. The digital transformation has led to outdated legacy call center systems and introduced new TCPA compliance laws. To solve this problem, call centers use predictive dialer software that works in harmony with their workforce. Commonly used in outbound call centers, predictive dialer software makes the work of a call center more efficient by employing computer algorithms to place calls based on a pre-uploaded contact list. The history of predictive dialers actually dates back to the 1980’s when technology advanced across all industries. This time introduced the opportunity to [...]
Key Performance Indicators – Strategic Alignment
Companies face challenges when determining which of the hundreds of outbound call center metrics available are relevant to their success. Is there a magic formula to apply? The key to finding the right KPIs is aligning metrics with organizational strategic goals. The call center drives success. Measuring, interpreting, and reporting the right data provides a solid foundation for decision makers to adjust strategies and ensure long term success of the call center and the organization. It is extremely important to have technology in place that provides you with the real-time reporting that you need. You should be able to view [...]
Participate in Our LeadsCon 2018 Ease of Use Challenge
We're just around the corner from LeadsCon 2018. This event will be held on March 5-7 in Las Vegas. Come by and see us at Booth #218 and participate in our very own Ease of Use Challenge! If you are attending the conference, we personally invite you to take part in our challenge where attendees will have the opportunity to test out our cloud-based platform. With no training at all, we’d like for you to see how easy CallShaper is to use. Each person that completes the list of questions will qualify to win a FREE Wireless Headset! [...]
The Importance of TCPA Compliancy in 2018 and the Fines Paid When Violation Occurs
When the original Telephone Consumer Protection Act (TCPA) law was passed in 1991, 80% of Americans had landlines and only 3% had mobile phones. This law was passed by Congress to regulate the use of auto-dialers and prerecorded messages. Fast-forward to 2018 where the CDC reported that 50.8% of American households are now wireless only when it came to phone service. Research also states that 95% of Americans own a cellphone. This significant increase in mobile device ownership and the sharp decrease in landlines provided a huge opportunity for telemarketers to launch unauthorized campaigns. To this regard the TCPA [...]
FIVE Issues Facing Call Centers in 2018
In today’s modern business environment the digital transformation has reshaped the global economy through artificial intelligence and cloud-based platforms that enable customers to communicate with businesses in a real time basis. This new way forward has forced traditional call centers to overhaul their legacy call center systems in order to remain competitive in the global call center marketplace while maintaining customer expectations that are constantly evolving. The five challenges call centers face today include a mixture of traditional problems combined with issues associated with the digital transformation and web-based call center software. Legacy Call Centers Systems: Outdated infrastructures require [...]